TaiwanRetail and e-commerce2025 – ongoingmomo.com
LLM customer service bot built on Azure OpenAI with RAG
momo.com's new AI customer service bot answered correctly more than 90% of the time
Problem
The online retailer needed a customer service system that could answer consistently and cope with traffic peaks such as Singles' Day.
Approach
momo, through its technology unit Fubon Media Technology, built the system with Microsoft Taiwan on Azure OpenAI (GPT models). Retrieval-augmented generation grounds answers in set sources. Complex questions go to human agents. The system went live in July 2025.
Results
Takeaway
momo paired a grounded model with a human fallback for hard questions. Emotion recognition and an AI shopping advisor were plans, not results.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Describes momo's customer service system built with Microsoft Taiwan on Azure OpenAI and RAG, live since July 2025. It gives reply correctness above 90% and says complex questions go to humans. It also lists next steps such as emotion recognition and an AI shopping advisor.
Full details are in the original sources.
